Thanks to digital technologies, the banking industry is becoming a consumer-to-business (C2B) industry, spurred by customer experience standards being set by Google, Apple, Facebook, and Amazon (GAFA). Banks have to define clear digital agendas and allocate the right investments, between “GO Digital” and “BE Digital” and then selecting the options within each—from which business platforms to prioritize and transform (“phygital”—physical and digital transformation), to which new digital business initiatives to launch, and which key processes to digitize. The goal for banks is to be relevant at all times, for all financial and non-financial services, with consistent and fulfilling customer experiences in both the digital and physical spaces. Accomplishing this will require building partnerships, including those with financial technology companies (FinTechs), and leveraging the power of real-time analytics.

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